Applying ITIL Best Practice to Business Services

Presented by

Lynda Cooper, Managing Consultant, Service 20000 Limited

About this talk

ITIL and ISO20000 are extensively used in the IT environment. But the future points towards a more business focused world. There have been frequent challenges to extend ITIL and ISO20000 into business processes but these have been resisted up to now as being too difficult. Now is the time to consider this next step. Lynda will explore ways of using IT service management best practice for a Business Process service. Using analogies and case studies she will show how the processes can be adapted and the techniques adopted to bring benefits and enable the two areas to work more closely together. Lynda Cooper is an industry expert on service management having worked in this area for more than 20 years. She is a regular speaker at events and has many published articles. She has the ITIL V3 Expert qualifications as well as COBIT Foundation and ISO20000 Consultant. Lynda sits on the BSI committee for IT service management (ITSM) and is one of the authors of ISO20000. Lynda is the principle UK expert to the ISO committee for ITSM and the project editor for the next version of ISO20000 part 1. Now an independent consultant, trainer and interim manager covering service and sourcing management, Lynda has previously worked for Fox IT and Xansa (now Steria).

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